Public v. private services
Acton Institute Powerblog

Public v. private services

Fast Company Now is reporting that “for the first time, customer satisfaction with federal agency Websites has surpassed offline government services,” according to an American Customer Satisfaction Index report.

What is especially noteworthy, however, is that online private sector services consistently rank higher in satisfaction than their governmental counterparts. “Where the gap between offline public and private services has narrowed, the report said, e-government is trailing far behind the private sector online. That, said ACSI chief Claes Fornell, shows room for improvement: ‘They still have ground to close,’ he said.”

Update: In case you were wondering, FEMA’s ratings were dragging down the aggregate federal number a bit. The two divisions of FEMA’s that were rated by the ACSI were its “Flood Map Store” and the “Mitigation Division website”, which scored 70 and 65 respectively (out of 100). The overall governmental average was 71.3.

Jordan J. Ballor

Jordan J. Ballor (Dr. theol., University of Zurich; Ph.D., Calvin Theological Seminary) is director of research at the Center for Religion, Culture & Democracy, an initiative of the First Liberty Institute. He has previously held research positions at the Acton Institute and Vrije Universiteit Amsterdam, and has authored multiple books, including a forthcoming introduction to the public theology of Abraham Kuyper. Working with Lexham Press, he served as a general editor for the 12 volume Abraham Kuyper Collected Works in Public Theology series, and his research can be found in publications including Journal of Markets & Morality, Journal of Religion, Scottish Journal of Theology, Reformation & Renaissance Review, Journal of the History of Economic Thought, Faith & Economics, and Calvin Theological Journal. He is also associate director of the Junius Institute for Digital Reformation Research at Calvin Theological Seminary and the Henry Institute for the Study of Christianity & Politics at Calvin University.